1. Best Face Forward:
Why Customer Experience is the New
Frontier of Competitive Advantage

2. John Nardone
Chairman & CEO of [x+1]
Marketing innovator, in creating brand
relevance for global companies.
Placed the first paid ads on the
Internet 16 years ago, establishing the
first online media pricing model, andfirst online media pricing model, and
launching some of the first websites
for consumer products.

3. About [x+1]
[x+1] delivers the power of relevant communications to the world’s
best companies
Optimizes prospect and customer interactions across multiple digital
channels.
Digital Marketing Hub

4. FedEx & [x+1]
Decision engine to deliver the right
marketing message to the right audience
segment at the right time.

5. Jeffrey F Rayport
An affiliated faculty member at
Harvard Business School
New information technologies and
their impacts on companies’ service
and marketing strategies.
Breakthrough service strategies for
network-based businesses.network-based businesses.

6. The New Competitive
Advantage
t o u c ht o u c h

7. Different Interfaces

8. Customers control
merchandise rankings

9. A people rich experience

10. The intelligent internet

11. Bringing human service
to web interactions

12. The right mix of
customer interfaces

13. FedEx recognized many opportunities for www.fedex.com to
give visitors a more productive experience

15. Thank you
Q & A